Position Snapshot
Location: Lisboa /Braga (Portugal)
Company: Nestlé Business Solutions (NBS)
Full-time/Hybrid Work: 2 days per week at the office (aligned with our current Policy)
Languages: Fluent in English
About us
Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.
We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.
If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!
At Nestlé Business Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.
We are currently seeking a Team Lead for our Nestlé Business Services. In this role, you will report to the CRC Operations Lead and be responsible for leading a team of Customer Service Specialists. You will oversee daily customer interactions, ensuring the delivery of exceptional service while maintaining high-quality standards. Your leadership will be crucial in fostering a positive team environment and driving continuous improvement in customer service excellence.
A day in the life of...
Lead a team of CRC Experts to achieve high-quality business objectives, exemplifying effective team management and fostering a culture of training and development to build a high-performance team
Act as a brand ambassador, motivating, engaging, and inspiring staff while contributing to continuous improvement initiatives, serving as a vital link between CRC management and frontline teams
Ensure effective communication with CRC Experts, keeping them informed about new activities, events, product launches, and promotional offers.• Drive customer retention by implementing proven and tailored solutions, while also supporting internal customers with innovative approaches
Propose suitable solutions for customers and Customer Service Specialists, ensuring the team understands and effectively utilizes relevant offers and promotions
Monitor and analyze team performance against established quality and efficiency metrics, benchmarking against other CRC teams to identify areas for improvement
Collaborate actively with CRC support functions (Traffic and Workforce, Quality, Second Level) to systematically identify improvement opportunities that enhance customer experience and CRC efficiency
Address performance and behavioral issues among team members promptly and fairly, in alignment with the Nestlé Leadership Framework
What will make you successful
A minimum of one to two years of experience in a customer-facing role, specifically as a Team Leader (mandatory)
Exceptional verbal and written communication skills, including proficiency in telephone etiquette
Strong conflict resolution abilities to effectively address and manage customer and team issues
Experience in coaching and training is a valuable asset
Proficient in Microsoft Office Suite (Outlook, PowerPoint, Excel) and familiar with telephony systems (e.g., Genesys or similar)
Fluent in English (Level C1)
Demonstrated capability to manage multiple tasks effectively in a fast-paced environment
A strong work ethic and a commitment to respectfulness in all interactions
Familiarity with labor legislation is considered an asset
What we offer
Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:
Development of expertise in Nestlé’s Shared Solutions Business
Immersion in a culturally diverse team
Local and international exposure
Flexible working environment
Engagement and wellbeing activities
Competitive salary and annual bonus according to your performance
Meal allowance card
Flex Benefits - at NBS you can choose what benefits are more suitable for you
Make part of the Nestlé Club and get discount in several partners
Free coffee (and good coffee) at the office
Shop with special discounts for employees
Company equipment according to professional needs
Medical support available at the office
E-learning courses and training program to get you where you aim to be
Career progression and possibilities for international career
As the world’s largest food and beverage company we are driven by a simple aim: unlocking the power of food to enhance quality of life for everyone, today and for generations to come. To deliver on this, we serve with passion, with a spirit of excellence, offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families. Our culture is based on our values rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for the future.
We can trace our origin back to 1866, when the first European condensed milk factory was opened in Cham, Switzerland, by the Anglo-Swiss Condensed Milk Company. One year later, Henri Nestlé, a trained pharmacist, launched one of the world’s first prepared infant cereals ‘Farine lactée’ in Vevey, Switzerland.
Today, we employ around 273,000 people and have factories or operations in almost every country in the world. With our headquarters still based in the Swiss town of Vevey, we had sales of CHF 84.3 billion in 2020.
Our portfolio covers almost every food and beverage category – offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families.
House rules: https://nes.tl/HouseRules
